Scaled Customer Engagement Manager

Remote Genie; United States; Hybrid; USD 135,000 - 168,000; Full time

Job summary

PointClickCare’s Scaled Customer Engagement (SCE) team drives adoption, retention, and value realization for a large customer base through scalable, data-informed digital journeys and events. You will customize strategies for segments, collaborate across CSM, Marketing, Product, and Support, and help extend proactive engagement across the customer base.

Remote or hybrid work with periodic in-person collaboration is available.

Qualifications

• 3+ years in Customer Success or related SaaS role.
• Experience designing or executing one-to-many programs (email campaigns, webinars, in-app messaging, or community).
• Strong written communication; able to tailor messages to different audiences and roles.
• Working proficiency with CRM / CS platforms (Salesforce, Gainsight, or similar) and Excel-based data analysis.
• Ability to interpret product usage and engagement data to drive action.
• Strong organization and project management across multiple concurrent programs and deadlines.
• Excellent presentation skills.

Responsibilities

• Deliver scaled programs end to end: Owns the build and delivery of digital programs using Gainsight Journey Orchestrator and Pendo Orchestrate; adapts content to segments and use cases.
• Use data to target and optimize: analyzes usage, health, and engagement data; builds dashboards to track KPIs.
• Engage customers one-to-many: plan and present digital events; create and maintain digital content.
• Collaborate cross-functionally and advocate for customers: align messaging with CSMs, Marketing, Product, Support, and Sales; document objectives and outcomes.
• Continuous improvement: experiment with AI-assisted content and personalization; share results and adopt better practices.

Skills

Customer Success

Program design

Data analysis

Cross-functional coordination

Communication

Gainsight

Pendo

Tools

Salesforce

Gainsight

Excel

Job description

Scaled Customer Engagement (SCE) is a small, high-impact team within Digital Customer Success that delivers one-to-many engagements for PointClickCare customers across all our market segments in Senior Care and Acute & Payer. The team works both remotely and in a hybrid model, partnering closely with CSMs, Marketing, Product, and Support. SCE owns programs such as the Customer Success Monthly Digests, Digital Customer Success Reviews, and Gainsight Journey Orchestrator and Pendo Orchestrate programs (for adoption, retention, and CSM-led events), giving every customer—not only the largest—a consistent, data-informed path to value. Working on our team provides a unique opportunity to help build a scaled CS motion, including automation and AI, at one of healthcare’s leading platforms.

The Scaled Customer Engagement Manager drives adoption, retention, and value realization for a large customer base through scalable, data-informed, one-to-many programs. Applying solid knowledge of PCC solutions and the industry, the SCE Manager customizes established strategies into digital journeys, communications, and events, and partners cross-functionally to execute them. The role exists so that every PointClickCare customer receives proactive, consistent engagement extending the reach of the CSM team and contributing to NRR and controllable-churn goals.

Work Location: Remote or hybrid, with periodic in-person collaboration.

Key Responsibilities

1. Deliver scaled programs end to end: Owns the build and delivery of assigned digital programs (e.g., segment-specific Customer Success Monthly Digests, onboarding/adoption journeys, renewal and risk-mitigation campaigns, Digital Customer Success Reviews) using Gainsight Journey Orchestrator and Pendo Orchestrate; adapts content to customer segment, maturity, and use case.
2. Use data to target and optimize: Analyzes usage, health, and engagement data to identify trends or red flags; uses segmentation and automation to trigger the right engagement at the right time; A/B tests and adjusts content; builds custom dashboards to track program KPIs.
3. Engage customers one-to-many: Helps plan and present digital customer events (user groups, webinars, office hours, and training sessions); creates and maintains digital content (articles, guides, videos) that explains core workflows and solution value in customer terms.
4. Collaborate cross-functionally and advocate for customers: Coordinates with CSMs, Marketing, Product, Support, and Sales to align messaging and timing; shares customer feedback and themes back to Product and Marketing; documents program objectives, outcomes, and next steps.
5. Continuous improvement: Experiments with new approaches on a small scale (including AI-assisted content and personalization), shares results with the team, and recommends better practices or tools that streamline workflows.

Minimum

1. 3+ years in Customer Success, Account Management, Customer Marketing, Customer Education, or a related customer-facing SaaS role
2. Experience designing or executing one-to-many programs (email campaigns, webinars, in-app messaging, or community)
3. Strong written communication; able to tailor messages to different audiences and roles
4. Working proficiency with CRM / CS platforms (Salesforce, Gainsight, or similar) and Excel-based data analysis
5. Ability to interpret product usage and engagement data to drive action
6. Strong organization and project management across multiple concurrent programs and deadlines
7. Excellent presentation skills

Preferred

1. Hands-on experience with Gainsight Journey Orchestrator, Pendo Orchestrate, or similar digital engagement tools
2. Experience in healthcare technology, post-acute, senior living, or acute/payer markets
3. Experience using AI tools to personalize communications and scale engagement
4. Basic HTML/email-builder or design skills

$134,700 - $168,400 a year